Emotions at work

Related to his idea of Generosity Burnout, it’s worth a listen. He interviews John Lithgow and a call centre worker at Zappos who spent a whole day just chatting with a customer on the phone, as well as a high-pressured restaurant environment. and takes you inside the call center at Zappos and the hospitality philosophy of an acclaimed restauranteur.

He distinguishes surface and deep acting, the importance (or not) of scripts

They talk about the importance of making the staff happy first then customers will follow, because when the team manages their emotions at work it’s easy for them to do what customers need.